Buyer ignoring my response to an Item Not Delivered Case they opened?

[a_real_shaymin]

I recently sold a $10 trading card through eBay, which I sent PWE, untracked, the norm for lower-end cards like this one. Two weeks after purchase, the buyer opened a case claiming IND. I sent him a message within a few hours asking for him to check his PWE mail; if he couldn't find it, I'd send a full refund. The buyer has not responded to this message in 2 days.

My question is, should I just refund now or wait for a response, especially since we're now approaching the 3 day threshold where the buyer can escalate the case? Obviously, I want to avoid escalation, and I'm not sure what the consequences are for not refunding now, even when the buyer is completely unresponsive. Thanks!

[chinohighcowboys1963]

Don’t poke a sleeping bear.

[vcbjtk0]

Go to the case page, on there it will tell you what day you MUST issue the refund by...

It will say something like "issue refund by DD-Mon-Year" or some such effect.

That is your deadline, if you wish to avoid escalation you must issue the refund before midnight PST on that day.

That being said you should consider using tracking, then raise the price of your $10 item to $12.50 and all your lost shipment problems are solved, tracking is the mystery powder that when applied to a shipping label magically makes lost packages appear out of nowhere!

Believe it or not most buyers want to see tracking, too.

Yes, most are in fact willing to pay the $2 or so extra just for that convenience because with tracking they can see the parcel's progress in shipping from their end. 

No tracking also means every INR case is an automatic win for the buyer.

[dhbookds]

Refund it now.........no point in trying to dodge it......if he'd gotten/found it, and he's honest you would have heard...... 

[a_real_shaymin]

Thanks for the response. I can't seem to find this "case page" though, I'm only aware of 1) the Resolution Center page, which lists all cases and only gives the day the case was open, and 2) the page that appears when I click "see details," which just says "You sent a message" and gives 3 more options to respond. Can you direct me to this page? 

[threshold.sales.group]

You should refund asap. eBay policy provides no seller protection for an untracked shipment. Your only acceptable "response" to an untracked INR case per eBay is to issue a full refund.  The good news is that consequences are minimal as long as you avoid escalation.

[a_real_shaymin]

Thanks for all the responses. I think there's enough of a consensus for refunding immediately, so I went ahead and did it.

[southern*sweet*tea]

I have another account where I sell small booklets. I send them in an envelope with a stamp. I've never had an INR on that account, BUT I would quite often get buyers asking the status of their item.

I solved that by signing up for Letter Track and have it set to email the buyer with each scan along the way.

It gives IMB tracking for letter mail. Note I said tracking, NOT delivery confirmation. It is read by the machines along the way as the letter travels.  It will NOT protect you from an INR. It will, however, get rid or a lot of the questions, and it also will be a deterrent for those who might be considering a false INR.

[cynthealee2]

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@a_real_shaymin wrote:

I recently sold a $10 trading card through eBay, which I sent PWE, untracked, the norm for lower-end cards like this one. Two weeks after purchase, the buyer opened a case claiming IND. I sent him a message within a few hours asking for him to check his PWE mail; if he couldn't find it, I'd send a full refund. The buyer has not responded to this message in 2 days.

My question is, should I just refund now or wait for a response, especially since we're now approaching the 3 day threshold where the buyer can escalate the case? Obviously, I want to avoid escalation, and I'm not sure what the consequences are for not refunding now, even when the buyer is completely unresponsive. Thanks!

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Refund.

Even if they got it most are NOT going to admit it.

This is why I make my buyers pay 3.50 shipping for a .33 card.   And they pay it. Card sales slowed for about a week when I put shipping w/tracking on them then picked right back up and then started flying out the door.